Onboarding Manager in City of Westminster

As the Onboarding Manager, you will lead a high-performing team responsible for seamlessly transitioning new restaurant partners from post-sale preparation to full software implementation and activation. In this strategic leadership role, you will drive operational excellence and scale the onboarding function by evaluating workflows, leveraging data-driven insights, and integrating modern automation and AI tools. You will directly foster a culture of continuous development, accountability, and high performance across the team while collaborating cross-functionally to support broader business goals. By accelerating time-to-activation and ensuring exceptional partner satisfaction, you will play a critical role in expanding partner success across the ecosystem.,

• Lead, coach, and develop a team of Onboarding Specialists and Associate Specialists to achieve high performance, clear career progression, and consistent delivery against team targets.
• Drive operational velocity and efficiency by evaluating customer intake-to-onboarding workflows and integrating AI-driven automation into daily administrative and implementation processes.
• Establish, monitor, and optimize key performance metrics to reduce time-to-activation for new partners while maintaining high implementation quality and satisfaction scores.
• Serve as a strategic liaison across cross-functional departments-including Sales, Product, and Intake-to align pipeline health, customer insights, and implementation updates with leadership priorities.
• Lead organizational change and capacity management initiatives, using data-backed trends to guide the team through process shifts and evolving business needs.
• Foster a transparent, collaborative, and inclusive environment that promotes high accountability, continuous learning, and continuous process improvement., We believe great work happens when people feel trusted, supported & excited about what they do - so we offer benefits designed to support your life, wellbeing & growth.
  5-6 years of experience in a people leadership role, managing customer-facing, implementation, or operations teams.
• Proven track record of managing performance metrics, tracking team targets, and delivering business results within a SaaS environment.
• Demonstrated experience initiating and executing project management initiatives from conception through completion.
• Practical experience in team development, performance coaching, and cross-functional stakeholder management.
• Bachelor's degree or equivalent practical experience., Direct background in restaurant operations or hospitality management software environments.
• Familiarity with restaurant management product suites and software architecture.
• Experience leading remote or distributed teams across multiple geographic locations and time zones.
• Proven success scaling customer onboarding or technical implementation functions during periods of rapid growth.
• Demonstrated ability to adopt, implement, and train teams on AI productivity tools and modern workflow automation.
  With millions of diners, 70,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most - their team, their guests, and their bottom line - while enabling diners to discover and book the perfect restaurant for every occasion.

Every employee at OpenTable has a tangible impact on what we do and how we do it. You'll also be part of a global team and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

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